The Capacity Management Program Specialist supports the execution, governance, and control of workforce supply programs across Servicing Scale.

This role ensures that workforce demand signals (FTE requirements, ramp plans, outsourcing needs) are accurately translated into structured execution.

In addition, this role owns the operational governance of position management within Workday, ensuring that:

Open job requisitions reflect approved capacity plans
Headcount aligns with forecasted FTE requirements
No unapproved or excess requisitions remain active
Workforce visibility in HR systems remains clean and accurate

You act as the control layer between planning decisions and workforce execution, ensuring servicing scale is financially disciplined and operationally executable.

Duties and responsibilities:

Hiring Pipeline & Workforce Ramp Tracking

Track FTE demand signals across verticals (CS, KYC, FinCrime, PayOps).
Monitor hiring pipeline health vs forecast requirements.
Identify hiring shortfalls or ramp delays.
Maintain visibility of onboarding timelines vs capacity plan.
Escalate workforce supply risks to WFM leadership.

Position Management & Workday Governance

Position Lifecycle Management
Create and manage positions aligned to approved FTE plans.
Ensure all job requisitions map directly to validated capacity requirements.
Monitor open requisitions to prevent over-hiring or duplicate positions.
Maintain a lean and accurate headcount view in Workday.

Requisition Governance

Validate that all new job requisitions are backed by an approved capacity plan.
Reconcile Workday headcount vs workforce plan on a monthly basis.
Identify discrepancies between planned and actual open roles.
Ensure no hiring proceeds without formal capacity validation.

Financial Discipline

Align Workday position count with budget envelope.
Prevent structural headcount drift.
Support Finance reconciliation of workforce plans.

Workplace & Infrastructure Coordination

Track seat capacity and hub readiness for workforce ramp.
Identify physical capacity bottlenecks.
Maintain workforce distribution visibility across sites.

Outsourcing & Vendor Ramp Monitoring

Track vendor headcount ramp vs capacity plan.
Monitor onboarding timelines for BPO partners.
Flag misalignment between vendor capacity and demand.
Support coordination between Vendor Management and WFM.

Capacity Governance Support

Maintain structured documentation of workforce ramp plans.
Support monthly and quarterly capacity governance forums.
Prepare tracking dashboards for leadership reviews.
Ensure alignment between Planning, TA, Finance, and Workday data.

Risk Identification & Escalation

Identify early indicators of workforce supply risk.
Quantify ramp gaps (FTE shortfall vs plan).
Escalate hiring delays or position misalignment.
Support mitigation tracking.

Data Integrity & Reporting

Maintain structured workforce tracking models.
Validate consistency across TA, Planning, Finance, and Workday.
Ensure reporting reflects latest locked forecasts.
Support automation initiatives in capacity tracking.

Qualifications

Experience

2–4 years in Workforce Management, Capacity Planning, Talent Operations, or Program Management.
Experience working with HR systems (Workday preferred).
Exposure to hiring pipeline or headcount governance.

Technical Skills

Mandatory:

Advanced Excel / Google Sheets
Experience using Workday or similar HRIS
Strong data reconciliation capability
Structured tracking & reporting skills

Strong Advantage:

SQL knowledge
BI dashboard exposure
Experience in workforce capacity environments

Additional Information

Visa and relocation support available

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